Escalation Matrix (Grievance Redressal, SCORES & Smart ODR)
Context
Client queries/complaints may arise due to lack of understanding or deficiency of service—such as lack of explanation, clarifications, or gaps in expected delivery standards—arising from facility limitations or staff interactions.
At Moneyplant Investment Advisory, the aim is to provide truly personalized service. If you experience any inconvenience, please let us know so we can resolve your concern quickly and efficiently. Your feedback helps improve our products and services.
Service Team — Primary Redressal
Raise your concern with your assigned executive. If unresolved, email us with details:
TAT: Responses within 72 working hours for issues received at the above addresses.
Compliance Officer — Escalation
If unsatisfied with Level 1 resolution, escalate your complaint to our Compliance Office:
- Updating soon.. — compliance@skylineresearch.in
- Updating soon.. — compliance@skylineresearch.in
TAT: Up to 10 working days, with a detailed investigation.
Note: Complaints sent directly to Level 2, bypassing Level 1, may go unaddressed without intimation.
Regulator — SEBI
If still unsatisfied after Levels 1 & 2, you may escalate the matter with the regulator. Keep Moneyplant Investment Advisory in loop on all communications for seamless handling.
SCORES & Smart ODR
SCORES is SEBI’s investor grievance portal. You can lodge a complaint on the website or via the official mobile app.
Smart ODR provides an online dispute resolution mechanism with a streamlined, technology-driven process.
Turnaround Times (TAT)
| Level | Channel | Indicative TAT |
|---|---|---|
| Level 1 | Service Team (Email/Executive) | Within 72 working hours |
| Level 2 | Compliance Officer | Within 10 working days |
| Level 3 | SEBI / Smart ODR | As per platform/regulatory process |
Important Notes
- Please follow the sequence (Level 1 → Level 2 → Level 3) for smooth handling and timely resolution.
- Keep Moneyplant Investment Advisory in loop in every escalatory email; issues sent externally without loop-in may go unaddressed.
- Provide your client code (if any), registered mobile/email, and full details/screenshots to help expedite resolution.
Related: Grievance Redressal Process • Legal Disclaimer • Disclosure • Terms & Conditions
